Industry disruptors are often seen as challengers to traditional organisations, but what can you learn from them to optimise your own CX strategy?

Airbnb has been cited by industry leaders as a disruptor within travel and hospitality. Not only that, but their differentiated approach to customer experience impacts other verticals too. What makes this relatively new business stand out so much in the market? And how can customer experience leaders learn from that model to adapt their own?

Flying cars will be zipping across U.S. skies within the coming decade -- at least that’s what Uber Technologies Inc.’s Chief Executive Officer Dara Khosrowshahi predicts. “There will be people flying around Dallas, Texas,” Khosrowshahi said at the DLD tech conference in Munich, his first public appearance in Europe since taking over the top job at Uber last year. “I think it’s going to happen within the next ten years.”

The technology inside Amazon’s new convenience store, opening Monday in downtown Seattle, enables a shopping experience like no other — including no checkout lines. The first clue that there’s something unusual about Amazon’s store of the future hits you right at the front door. It feels as if you are entering a subway station. A row of gates guard the entrance to the store, known as Amazon Go, allowing in only people with the store’s smartphone app.

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